Job Description

Technical Customer Service Representative
Scoresby

-

Australia
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Johnson Controls is powered by your talent.

At Johnson Controls, we’ve been making buildings smarter and safer since 1885 and our capabilities, depth of innovation, experience, and global reach have been growing ever since. Our diverse global team offers the world’s largest portfolio of building products, digital technologies, software, and services to transform the environments where people live, work, learn and play.

About this role:

The Technical Customer Service Representative (TCSR) is accountable for excellent customer service experience in the ANZ region. The TCSR will have frequent interactions with internal stakeholders such as sales and operational teams (factories) within the organisation. To provide the highest possible level of service, the TCSR will have to interact directly with clients and adhere to policies and procedures as instructed.

Key Responsibilities:

Acknowledge new orders and process them in a timely manner. Orders will include, but not limited to, spares, BTO’s, CCU’s and Licenses.
Issue quotes for spares as requested, including pricing and availability.
Acknowledge and respond to enquiries in a timely manner.
Maintain and commit to accurate Customer Requested Dates in the ERP system.
Any delays or extended lead times must be communicated to clients immediately.
Assist the business in achieving its sales goals (both revenue numbers and deadlines).
Coordination of activities with many departments, including logistics, demand planning, technical support, product management and sales.
Execute timely shipping arrangements with customers
Active use of Salesforce for communications, orders, and customer complaints.
Investigating and resolving client issues
Committed to effective backorder management, following up orders that are overdue.
Resolve any backorder-related issues with internal and external stakeholders. Proactive in notifying the CS Manager of any difficulties in a timely way.
Actively engage with overseas internal factories to ensure seamless execution.
Appropriate Salesforce escalation of complaint cases to L&D department, sales reps and management.
Monitor the status of complaints and ensure that they are resolved and closed in a timely manner
Ensure clear roles and responsibilities between the functions and free up sales reps for more face time with customers
Increase solution-focused customer service.
Cross training team members
Backup other TCSR when they are not available.

Performance Indicators:

On time delivery report
Backorder report
Aging orders report
Revenue forecast report
Salesforce complaint cases report
Good cooperation, communication, and a team player with all internal and external stakeholders

Required skills:

Relevant Customer Service experience
Good communication and interpersonal skills
Passionate about customer service and excellent telephone manner
High level of integrity and able to work under stress with on-time deliverables
Good planning and prioritization skills
Self-starter and independent
Good attention to detail and proactive individual
Knowledge of ERP’s, Salesforce & MS Office beneficial.

If you are interested in this role, please click the Apply now button.

JCI’s Diversity & Inclusion 

Our dedication to diversity and inclusion starts with our values. We lead with integrity and purpose, focusing on the future and aligning with our customers’ vision for success. Our High-Performance Culture ensures that we have the best talent that is highly engaged and eager to innovate.  Our D&I mission elevates each employee’s responsibility to contribute to our culture. It’s through these contributions that we’ll drive the mindsets and behaviors we need to power our customers’ missions. You have the power. You have the voice. You have the culture in your hands. 

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